Front Chat

Problem Chat and Internal Comment boxes have similar appearance and placement, leading to accidental posts to the wrong field and exposing internal notes to customers. Request Visually differentiate the fields more clearly (e.g., different colors ...

Problem Support teams spend extra time diagnosing technical issues because they lack customer information like browser, device, and location—and customers often answer these questions incorrectly. Request Display visitor metadata including locatio...

Problem Chat conversations cannot be merged, even though emails and tweets can be. Request Support merging of chat conversations.

Problem Chat transcript emails always have a generic subject line of 'Chat', which doesn't provide context to customers. Request Enable configuration of the subject line for transcript emails sent from Chat.

Problem Chat visitors don't receive notifications when Front sends them a message, limiting responsiveness. Request Add a notification sound to alert customers when they receive messages via Chat.

Problem Integrating Front Chat with verified identity is difficult; there's no NPM package or TypeScript support, making it easy for developers to send data in the wrong format. Request Publish Front Chat as an NPM package with TypeScript definiti...

Problem Developers installing Front Chat see various logs in the browser console, including chat version information. Request Add an option to the Chat initialization code to allow developers to suppress these console logs.

Problem Front Chat does not account for agent availability, so customers may start chat conversations even when no agents are online, creating mismatched expectations about synchronous support. Request Add the ability to branch chat flows based on...

Problem Proactive messaging with Front Chat is only available on the web, limiting customer engagement for mobile users. Request Enable proactive messages on mobile apps, with the ability to target users based on logged-in identity and contact inf...

Problem Chat transcript emails are displayed as a single long quoted thread, making it difficult to follow conversations and distinguish between speakers, especially in longer exchanges. Request Improve the styling and formatting of chat transcrip...